Principal - Solution Engineering

Skills this role screens for

About the role

As a GSI Solution Architect, you will be the technical and solution engine behind our Global Systems Integrator ecosystem, with a dedicated focus on Employee Experience and Freshservice.

You will help GSI partners find, shape, and progress new business and expansion opportunities — bringing solution credibility to early conversations, turning employee service challenges into structured opportunities, and building the assets and capability that let partners eventually run these motions themselves.

You will work day-to-day with two Business Development colleagues and our GSI Partner Managers, and partner closely with Sales, Solution Engineering, Product, and Professional Services. This is a commercially aligned role — you will be measured on partner-sourced ARR — but it is not a pure sales role. Solution leadership, partner enablement, and technical credibility are the core of the job.

The work

Key Responsibilities

• Work with GSI partners to identify and shape new Freshservice opportunities linked to employee service transformation.
• Support early-stage discovery with partner teams and end customers, translating service challenges into structured solution opportunities.
• Build solution narratives across ITSM modernisation, employee self-service, workflow automation, knowledge management, and legacy ITSM migration.
• Identify where existing EX or ITSM footprints can expand into broader Enterprise Service Management — HR, Finance, Facilities, Legal, Procurement, Security, and Operations.
• Position AI as a practical accelerator: self-service, ticket deflection, agent assist, knowledge discovery, and automation.
• Equip our two Business Development colleagues with messaging, discovery questions, and qualification guides, and join calls where solution credibility is needed.
• Deliver enablement sessions for GSI sales, consulting, architecture, and delivery teams, and support their certification and readiness.
• Create reusable assets — demo flows, reference architectures, discovery guides, and partner playbooks — that scale beyond any single deal.
• Support partner account planning and contribute to the quality and conversion of partner-sourced pipeline.

Also

Required

• Experience in solution architecture, presales, consulting, or partner solution engineering.
• Strong understanding of Employee Experience, ITSM, ESM, service desk modernisation, and internal service delivery.
• Experience working with GSIs, systems integrators, consulting firms, or other partner-led business models.
• Ability to build EX, ESM, and AI solution narratives, and to support both new business and expansion motions.
• Understanding of AI use cases in service management — self-service, agent assist, automation, knowledge, and ticket deflection.
• Experience creating demos, discovery guides, enablement content, and reference architectures.
• Comfortable being commercially aligned to partner-sourced ARR.
• Strong stakeholder management across partner, sales, product, and technical teams, with excellent communication and presentation skills.

Nice to have

Preferred

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.

• Experience with Freshservice, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, or similar ITSM/ESM platforms.
• Experience supporting partner-sourced or partner-influenced revenue motions, or GSI-led transformation programmes.
• Experience working with Indian or global GSI partners.
• Familiarity with ITIL, workflow automation, and internal service operations.
• Ability to build business cases, value propositions, and repeatable go-to-market plays.
• Experience supporting migrations from legacy ITSM platforms.